Distribute support workload by assigning tickets to specific staff members, managing unassigned queues, and tracking ticket ownership.
To ensure clear ownership and prompt resolution of customer issues, you can assign tickets to specific support agents or administrators. Managing assignments prevents duplicate work and helps allocate tickets to agents with the relevant expertise (e.g., routing payment issues to finance admins).
1. Ticket Ownership States
Every ticket in the directory has one of two ownership states:
- Assigned: The ticket displays the avatar and name of the team member responsible for it (e.g., John Stephano).
- Unassigned: The ticket displays an 'Unassigned' avatar, indicating it is currently in the general support queue and needs an owner.
2. How to Assign a Ticket
You can assign or reassign a ticket in two ways:
- From the Directory Table: Click the three-dot vertical action menu on any ticket row, select 'Assign to Admin', select the team member from the 'Assign Ticket to Admin' modal dropdown, and click 'Assign Ticket'.
- From the Ticket Details Page: Click the 'Update Ticket' button on the top right, select 'Assign to Admin', choose the administrator from the dropdown list, and save.